An internal note is a private, teammate-only message you leave inside a live chat conversation. Unlike a reply, an internal note is never delivered to the visitor — only your team can see it. Notes are perfect for context, hand-off details, or a quick reminder for whoever picks the conversation up next.
How to add an internal note to a live chat conversation
Open the conversation from your Live Chat Inbox (/dashboard/chat/inbox/{conversationId}). The composer sits at the bottom of the conversation, with a Reply tab and an Internal note tab.
1. Switch to the “Internal note” tab
In the composer, click the Internal note tab. The placeholder changes to “Add an internal note…” and the composer takes on a distinct accent, so it's always clear you're writing a note rather than a reply.
2. Type your note
Write whatever your team needs to know — context about the visitor, a hand-off detail, or a reminder. Because the visitor never sees it, you can be candid.
3. Send it
Click Send (or use the keyboard shortcut shown on the button). The note posts into the conversation thread for your team only — the visitor receives nothing.
Internal notes vs. replies
- Reply — delivered to the visitor in real time. Use it to answer the visitor directly.
- Internal note — visible only to your team, never to the visitor. Use it for context, hand-off details, or reminders.
You can switch between the two tabs at any time while composing — the active tab decides who sees the message you send.